Manager, Product Help Center

What You’ll Do 

As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:

• Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
• Develop and execute a comprehensive support strategy that serves both internal team members and is prepared to serve external customers (patients and caregivers). 
  • Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.
  • Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements
• Partner cross-functionally to identify systemic issues and drive continuous improvement.
  • Act as a strong partner to clinical and operational teams by reducing friction and improving response times.
  • In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users
  • Partner with technology teams to improve and optimize the platforms you’ll support.
  • Collaborate with legal, compliance, and security teams as needed

What You Bring & How You Qualify 
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In this role, you will need:

• 6+ years  of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience.
• Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers. Experience supporting a website and mobile app are nice-to-have. 
• Strong understanding of support technologies and ticketing platforms, such as Jira Service Management 
• Excellent communication skills with ability to interact effectively across all organizational levels
• Data-driven approach to decision making with strong analytical capabilities

 

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance 
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability 
• Life insurance at 1x annual salary 
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
• Paid new parent leave
• Additional benefits to be detailed in offer 

What You’ll Do 

As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:

• Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
• Develop and execute a comprehensive support strategy that serves both internal team members and is prepared to serve external customers (patients and caregivers). 
  • Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.
  • Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements
• Partner cross-functionally to identify systemic issues and drive continuous improvement.
  • Act as a strong partner to clinical and operational teams by reducing friction and improving response times.
  • In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users
  • Partner with technology teams to improve and optimize the platforms you’ll support.
  • Collaborate with legal, compliance, and security teams as needed

What You Bring & How You Qualify 
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In this role, you will need:

• 6+ years  of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience.
• Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers. Experience supporting a website and mobile app are nice-to-have. 
• Strong understanding of support technologies and ticketing platforms, such as Jira Service Management 
• Excellent communication skills with ability to interact effectively across all organizational levels
• Data-driven approach to decision making with strong analytical capabilities

 

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance 
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability 
• Life insurance at 1x annual salary 
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
• Paid new parent leave
• Additional benefits to be detailed in offer